Janna Tyndall

Review of Utah Valley Regional Medical C...

While I was initially pleased with my visit to the...

While I was initially pleased with my visit to the Orem clinic in October of last year, I was VERY unhappy with my experience after the appointment--particularly with the customer service I received from the billing office.

First, I did not receive a bill until June--8 MONTHS AFTER MY APPOINTMENT. Second, this bill had months worth of late fees. The representative in the billing office told me the late fees were my fault since the mail was returned to their office. However, I was not contacted for updated mailing information until about a week ago.

Second, I specifically asked the receptionist in the office about my insurance coverage prior to the visit. I gave her all of my insurance information, which she accepted, and even followed up with her after the appointment regarding payment. She told me I was good to go and no payment was needed. Preventative care has always been covered under my insurance policy and I had no reason to believe that it would not be accepted this time....

So, imagine my surprise when I receive a bill in the mail (eight months later) for $180 with no insurance coverage! When I addressed this issue with the billing office, no sympathy or concern was shown and no apology was given. I was simply told that I could pay the bill immediately (goodbye groceries for the next two weeks) or set up a monthly payment plan and continue accruing interest charges. Since I did not want to pay another dime to Intermountain Healthcare, I went ahead and paid the amount in full.

The billing representative I spoke with showed very little flexibility or concern for the billing issues I experienced. She never apologized for any miscommunication. Instead, she tried to talk over me for half of the phone call and put all blame for the situation on me. I have never been treated so poorly by a customer service representative. Now, I am stuck paying $180.00 for an appointment in which the doctor literally did nothing other than write me a prescription.

Needless to say, I am happy to have this experience behind me and will not be returning to an Intermountain Healthcare office in the future.

If you want quality care from honest people, I would recommend that you go somewhere else.